Website Care questions
The plans
Section titled “The plans”What is Website Care?
Section titled “What is Website Care?”A monthly plan in which the Sheernox team looks after your website: weekly updates, daily off-site backups, uptime monitoring, help when something breaks, and a set number of hours each month for changes you ask for. There are three plans: Essential Care, Professional Care and Enterprise Care. The Website Care page compares them side by side.
Which platforms do you support?
Section titled “Which platforms do you support?”WordPress, WooCommerce, Astro and other static sites, and plain HTML sites, from simple brochure sites to busy online stores. Custom PHP applications are taken on after the team reviews them.
Do I need Sheernox hosting to use Website Care?
Section titled “Do I need Sheernox hosting to use Website Care?”No. The team looks after sites on any host. Sites on Sheernox hosting are a little easier to manage, because the team can use the hosting backups and staging tools directly.
Content hours
Section titled “Content hours”What do the monthly hours cover?
Section titled “What do the monthly hours cover?”Every plan includes hours of changes each month: 1 on Essential Care, 3 on Professional Care and 6 on Enterprise Care. Use them for text and image changes, new pages or page sections, form edits, small integrations, CSS fixes or speed checks. Bigger projects are quoted separately.
Do unused hours roll over?
Section titled “Do unused hours roll over?”No. Hours reset each month and do not roll over. Work beyond your hours is billed at the hourly rate in the Website Care Plan Terms.
How do I ask for a change?
Section titled “How do I ask for a change?”Open a ticket in the client portal with the page and the change, and attach any new photo or wording. The team makes the change, checks it on desktop and phone, and lets you know when it is live, usually within a few business days.
Updates and backups
Section titled “Updates and backups”How are updates handled?
Section titled “How are updates handled?”Core, theme and plugin updates are applied every week on every plan. On Enterprise Care, updates run on a staging copy of your site first, and urgent security patches are applied sooner.
What happens if an update breaks my site?
Section titled “What happens if an update breaks my site?”On every plan, if an update the team applied causes a problem, the team restores your site from the latest backup at no charge.
How are backups kept?
Section titled “How are backups kept?”Backups are stored off-site every day and kept for 30 days on every plan. Enterprise Care also takes a backup just before updates go live. Restores cover files, databases or the whole site.
Monitoring and security
Section titled “Monitoring and security”How often is my site checked?
Section titled “How often is my site checked?”Automated checks test your site around the clock: every 15 minutes on Essential Care, every 5 minutes on Professional Care, and every minute with SMS alerts on Enterprise Care. If the site goes down or returns an error, the team is alerted right away.
What happens if my site is hacked?
Section titled “What happens if my site is hacked?”On Professional and Enterprise Care, a site compromised while under Sheernox care is cleaned and restored without an extra labour charge, and Enterprise Care sites go to the front of the queue. Essential Care restores the site from the most recent clean backup. What the cleanup covers, and how breaches caused by changes made outside the plan are billed, is set out in the Website Care Plan Terms.
My site is hacked and I am not on a plan. Can you help?
Section titled “My site is hacked and I am not on a plan. Can you help?”Yes. The team cleans malware, fixes errors and restores sites outside a care plan too; that work is billed hourly. Open a ticket and say clearly that the site is hacked. See also Clean up a hacked website.
What happens if my site goes down outside business hours?
Section titled “What happens if my site goes down outside business hours?”Monitoring runs 24/7 and alerts the team immediately. Outside business hours the team responds on a best-effort basis, with priority for Enterprise Care. Reply targets for each plan are in the Website Care Plan Terms.
Ordering
Section titled “Ordering”How do I order a plan?
Section titled “How do I order a plan?”Select Order Now on a plan on the Website Care page and complete checkout in the client portal. If the page shows a current promotion code, enter it at checkout; promotions are governed by the Promotional Terms.
Do you offer agency pricing?
Section titled “Do you offer agency pricing?”Agencies, freelancers and IT providers looking after several sites can ask the team about partner pricing. Email sales@sheernox.com.